Senior Technical Support Engineer - Wi-fi & Switching jobs at Fortinet in Germany, Frankfurt

We require candidates with the ability to identify and resolve problems in a timely manner; to gather and analyze information and to skillfully develop alternative solutions for customers.As a member of the Advanced Services Team, you will build and maintain a long-term technical relationship with your customers, while providing best in class technical solutions. You will work with research and development groups, sales teams and regional support teams in a fast paced environment.All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

• Advanced troubleshooting on the full range of Fortinet products
• Track, maintain and prioritize technical cases including proper escalation until case closure
• Take initiatives and ownership of customer incidents to drive for timely resolutions
• Manage customer communications and expectations until the closure of each case
• Build and maintain a long-term technical relationship with your customers
• Participate in customer conference calls or face to face customer meetings to discuss technical issues
• Reproduce customer environments on lab equipment, recommend potential new solutions
• Produce reports to summarize service activity and performance
• Report Software/Hardware related issues to R&D department and assure follow-up
• Develop best practices deployment and troubleshooting documentation
• Create technical documentation and bulletins to improve internal and external knowledge base• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
• Strong troubleshooting and problem solving skill
• Effective communication and customer handling skills
• Experience in security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN, Web application Firewall)
• Previously worked in a technical support position with the telco and large enterprise space.
• Deep working knowledge of Windows, Linux or Unix • Previous experience on Fortinet products is an advantage
• Educational and Experience Requirements:
• 4-6 years of experience in a technical support role
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable
• Advanced knowledge of English (written and spoken) other languages are an advantage

• Previous Fortinet certification is preferred but not essential - NSE 4 /FCP _NS

Systems Engineer – Subject Matter Expert (SME) – Public Sector Government

In this key role a Systems Engineer will work closely with a sales representative in a defined district. The Systems Engineer's main mission will be to support the sales organization in all technical matters regarding pre-sales, sales activities, and selected post-sales activities.

Responsibilities:

• Understanding of the Fortinet portfolio with the ability to demonstrate and articulate technical and business value.
• Strong foundational knowledge in security and networking technology and specifically in our “core technology”, FortiOS-based products.

· Subject Matter Expert and first contact in an assigned technical domain within or across assigned sales district. Manage domain use cases, competitive intelligence, and differentiation. Excellent product integration & customization skills including relevant 3^rdparty integrations.

• Create sales opportunities by identifying solutions to customer problems and assist in qualifying sales leads from a technical perspective. Discover opportunities to upsell and cross-sell Fortinet solutions. Initiate and influence project decisions.
• Manage and lead all aspects of the technical sales engagement from general queries to demos, RfX, and PoC’s around features, specifications, and functionality to integration. Provide architecture and implementation design consultation and best practice guidance for strategic opportunities.
• Act as trusted advisor for assigned accounts and maintain the technical relationship with the customer. Discover opportunities to upsell and cross-sell Fortinet solutions. Work closely with the regional escalation manager, technical support team and engineering to ensure customer's technical issues are answered and resolved.
• Cjogollaborate with peers, Consulting System Engineers (CSE’s), Solution Architects, Business Consultants, Professional Services and/or Partners on complex opportunities. Capture and manage customer requirements through the Consulting System Engineering Team to Product Management.
• Support PreSales, Sales & Channel enablement activities and events.

Required Skills:

• Minimum of 5 years’ experience in pre-sales support with proven success.
• Expert level knowledge in networking (LAN, WIFI, WAN, SDN, routing, switching), and network security (Next-Gen Firewalls, Intrusion Detection, encryption protocols).

· Strong customer focus to address complex technical and business requirements with a self-motivated, positive attitude. Goal-driven, adapting to shifting priorities, demands and timelines.

• Ability to interface with senior levels of internal / external organizations is required.
• Expert level verbal & written communication, presentation, prioritization, and interpersonal skills.
• Deep level experience in installation and configuration of network devices, systems (UNIX/Linux, Windows-based, virtualized and containers), public-clouds, and scripting (ideally Ansible, Terraform, Python with good knowledge of APIs).
• Knowledge of the following domains is a plus:

o Datacenter architectures (e.g. ACI, NSX-T)

o Security Architectures (e.g. Zero Trust, SASE)

o Modern Software Architectures (e.g. DevOps, IaC)

o Cloud Architectures with at least one public cloud specialization

o Security Operations (e.g. Orchestration, Automation, SIEM Tools)

o IT Security standards (e.g. BSI 200-x, ISO2700x, COBIT, NIST) and/or relevant regulations (EU-DSGVO, BDSG, NIS-2/KRITIS).

• Excellent German and English language skills.
• Willingness to travel 20-50% of time.

Education:

• Bachelor’s degree or equivalent experience. Graduate degree preferred.

This role requires to be in the office 4 days/week.

As a ETAC Senior Engineer you will:

• Running real-time phone or remote access sessions with customers
• Provide direct technical web and telephone support to Fortinet customers.
• Support and troubleshooting on the wireless and switching range of Fortinet products.
• Collection, analysis and change recommendations of configuration information.
• Collection and analysis of customer network information.
• Collection and initial analysis of packet trace information
• Recommend corrective actions based on analysis.
• Provide customer education where needed due to gaps in networking, product knowledge, etc.
• Consultation of technical documentation, bulletins, and release notes for known problems.
• Reproduction of customer environments on lab equipment.
• Follow up on technical cases, including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case.

We Are Looking For:

• 5 to 7 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education
• Strong understanding of Wi-Fi 802.11 networks and 4G LTE experience.
• Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
• Experience with security products: firewalls, IPsec, IDS/IPS, and WIDS
• Strong troubleshooting and problem-solving skills.
• Extensive working knowledge of Windows, MACOs, UNIX or Linux
• Previous call center experience, preferably supporting data networking products and/or security products, is desirable.
• Strong English and German skills both written and verbal.
• Positive, communicative, and customer-oriented attitude
• Having any of industry certificates (FCNSA, CCNA, CCNP, CWSP)
• Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPSs, Mail Security gateways, etc.)
• Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
• Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication, etc.)
• Knowledge of Linux, Perl Scripting, SQL, Python

German language required.

This role requires to be in the office 4 days/week.

As a ETAC Senior Engineer you will:

• Running real-time phone or remote access sessions with customers
• Provide direct technical web and telephone support to Fortinet customers.
• Support and troubleshooting on the wireless and switching range of Fortinet products.
• Collection, analysis and change recommendations of configuration information.
• Collection and analysis of customer network information.
• Collection and initial analysis of packet trace information
• Recommend corrective actions based on analysis.
• Provide customer education where needed due to gaps in networking, product knowledge, etc.
• Consultation of technical documentation, bulletins, and release notes for known problems.
• Reproduction of customer environments on lab equipment.
• Follow up on technical cases, including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case.

We Are Looking For:

• 5 to 7 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education
• Strong understanding of Wi-Fi 802.11 networks and 4G LTE experience.
• Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
• Experience with security products: firewalls, IPsec, IDS/IPS, and WIDS
• Strong troubleshooting and problem-solving skills.
• Extensive working knowledge of Windows, MACOs, UNIX or Linux
• Previous call center experience, preferably supporting data networking products and/or security products, is desirable.
• Strong English and German skills both written and verbal.
• Positive, communicative, and customer-oriented attitude
• Having any of industry certificates (FCNSA, CCNA, CCNP, CWSP)
• Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPSs, Mail Security gateways, etc.)
• Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
• Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication, etc.)
• Knowledge of Linux, Perl Scripting, SQL, Python

German language required.

This role requires to be in the office 4 days/week.

What You Will Do:

In this position, the Technical Support Engineer will:

• Conduct basic troubleshooting on the core Fortinet products, specifically Fortigate, ensuring prompt resolution of customer issues.
• Gather, analyze, and provide recommendations for configuration information, helping customers optimize their systems.
• Collect and analyze customer system information, identifying areas for improvement and suggesting corrective actions.
• Offer customer education to bridge knowledge gaps in networking, product understanding, and related areas.
• Consult technical documentation, bulletins, and release notes to address known issues and provide effective solutions.
• Reproduce customer environments in lab settings, isolate and resolve problems, and propose innovative solutions.
• Follow up on technical cases, ensuring proper escalation, case management, and timely resolution.
• Manage customer communications and expectations throughout the case lifecycle, leading customer management meetings for escalations.

We are seeking insightful, inclusive connectors to join our team. You foster collaborative partnerships by the ways in which you seek to understand others, work together, and diagnose complex organizational variables, issues, and opportunities. You have an ongoing sense of drive, informed urgency, and you are attentive to detail. You enjoy implementing holistic solutions that meet and scale with the strategic needs of the organization.

• 3+ years of experience in networking or security industry.
• In-depth knowledge of TCP/IP.
• Hands on experience with security devices Firewalls/IPS/Mail Security Gateways.
• Proficient spoken and written English and German.
• Excellent troubleshooting and problem-solving skills, enabling effective issue resolution.
• Strong written and verbal communication skills, facilitating clear and effective customer interactions.
• Ability to work in multicultural team environment.

Desirable:

• Familiar with dynamic routing protocols and its implementation (OSPF, BGP).
• Experience with VPNs (IPSec, SSL, L2TP, GRE).
• Knowledge of database maintenance and SQL.
• Familiar with Web application security and vulnerabilities (experience with exploits is plus)
• Having any of industry certificates (FCP, CCNA, CCNP, CCSP, CISSP).

Responsibilities:

• Understanding of the Fortinet portfolio with the ability to demonstrate and articulate technical and business value.
• Work in tandem with channel account management on development of high-growth reseller organizations
• Be the lead technical contact for focused partner pre-sales and engineering. Identify opportunities to push solutions into the reseller portfolio, campaign new technologies and support building technical competence.
• Act as trusted advisor towards partners and maintain the technical relationship.
• Strong foundational knowledge in security and networking technology of our three pillars: Secure Networking, SASE and Security Operations
• Subject Matter Expert and first contact in an assigned technical domain within or across assigned pre-sales district. Manage domain use cases, competitive intelligence, and differentiation. Excellent product integration & customization skills including relevant 3^rdparty integrations.
• Manage and lead all aspects of the technical sales enablement from general queries to demos, RfX, and PoC’s around features, specifications, and functionality to integration. Provide architecture and implementation design consultation and best practice guidance for strategic engagements and early business stages.
• Work closely with the regional escalation manager, technical support team and engineering to ensure resellers technical issues are answered and resolved.
• Collaborate with peers, Consulting System Engineers (CSE’s), Solution Architects, Business Consultants, Professional Services and/or Partners.
• Champion and lead Pre-Sales oriented Channel enablement activities and events.

Required Skills:

• Minimum of 5 years’ experience in channel and/or pre-sales support with proven success.
• Expert level knowledge in basic networking (LAN, WiFi, WAN, SDN, routing, switching), and core network security (Next-Gen Firewalls, Intrusion Detection, Encryption protocols).
• Strong Channel and strategic focus to address complex technical and business requirements with a self-motivated, positive attitude. Goal-driven, adapting to shifting priorities, demands and timelines.
• Knowledge of two or more of the following domains is a must:
  • Security Architectures (e.g. Zero Trust, SASE)
  • Modern Software Architectures (e.g. DevOps, IaC)
  • Cloud Architectures with at least one public cloud specialization
  • Security Operations (e.g. Orchestration, Automation, SIEM Tools)
  • IT Security standards (e.g. BSI 200-x, ISO2700x, COBIT, NIST) and/or relevant regulations (EU-DSGVO, BDSG, NIS-2/KRITIS).
• Excellent German and English language skills is a must.
• Ability to interface with senior levels of internal / external organizations and individuals of high technical expertise is required.
• Expert level verbal & written communication and seasoned prioritization skills.
• Exceptional presentation and interpersonal skills with proven experience.
• Deep level experience in installation and configuration of network devices, systems (UNIX/Linux, Windows-based, virtualized and containers), public-clouds, and scripting (ideally Ansible, Terraform, Python with good knowledge of APIs).
• Willingness to travel up to 60% of time.

Education:

• Bachelor’s degree or equivalent experience. Graduate degree preferred.